Passenger Services Agent - Korean Speaker

Heathrow Academy - Your gateway to extraordinary careers; Hounslow; On-site; GBP 17,000 - 22,000; Full time

Job summary

Heathrow Employment & Skills Academy is seeking a Korean-speaking Passenger Services Agent to support operations at London Heathrow Airport. You will participate in check-in, boarding, arrivals and baggage services, ensuring adherence to customer service standards and safety guidelines.

The role requires fluent Korean, right to work in the UK, and flexibility to work day and weekend shifts. GCSE level education and at least 2 years in customer service are expected, along with good IT literacy

Qualifications

• Fluent in Korean (Essential).
• Knowledge of passenger services processes and customer airline operational procedures.
• At least 2 years' experience in a customer service environment.
• GCSE level or equivalent education.
• Basic IT skills.
• Right to Work in the UK.

Responsibilities

• Ensure smooth daily operation within Passenger Services (check-in, boarding, transfer, off jetty boarding, UMS, PRMS, CUSS, arrivals and baggage services).
• Deliver best-in-class customer service for airline customers while meeting SLA and safety standards.
• Handle airline or passenger complaints/claims efficiently and in line with airline policy.

Skills

Korean fluency

Customer service

Communication

Basic IT skills

Cultural awareness

Education

GCSE level or equivalent

Tools

Basic IT tools

Job description

We are actively searching for vibrant and fluent Korean-speaking Passenger Services Agents to join our energetic team at the bustling London Heathrow Airport!

You will partake in all activities within Passenger Services, check-in, boarding, transfer, off jetty boarding UMS, PRMS, CUSS, arrivals and baggage services. Ensures Cobalt meets and exceeds the required standards of customer satisfaction, health & safety, agreed quality standards and performance targets to ensure overall customer satisfaction in combination with operational cost efficiency.

Passenger Service Agent Responsibilities:

• Responsible for the smooth running of the daily operation within Passenger Services Passenger Services, check-in, boarding, transfer, off jetty boarding, UMS, PRMS, CUSS, arrivals and baggage services, ensuring service commitments (i.e. customer service standards and other standards as specified in the SLA or defined in practice, on time performance and delay recovery) in the most cost effective manner, ensuring that all Airline Customer, Cobalt, HAL and other relevant procedures are met and without compromising health & safety and security regulations
• Ensuring that we are providing best in class customer service delivery for our customer airlines
• Handle airline or passenger complaints/claims in an efficient, timely and customer focussed way in coordination with or support of the customer airline’s policy

Passenger Service Agent Requirements:

• Fluent in Korean (Essential)
• Right to Work in the UK
• Flexible to work anytime during the day and the weekends
• Educated to at least 'GCSE' level standard or equivalent
• Knowledge of passenger services processes and customer airline operational procedures
• Excellent customer service attitude and skills and highly developed communication skills
• At least 2 years' experience of working in a customer service environment
• Basic IT skills
• Cultural awareness